Description

You will provide first-level technical and non-technical support to Service Desk customers in Mississauga, ON.

This role is on-site.

Responsibilities

• Respond to customer contacts via phone, email, and ServiceNow self-serve intake.
• Perform classification, initial investigation, and diagnosis of incidents to target first contact resolution.
• Resolve incidents directly or assign them to the appropriate second-level support teams.
• Contribute technical content and departmental procedures to the Service Desk knowledge base.
• Participate in process improvement opportunities and maintain awareness of technical environment changes and rollouts.

Required Skills

• Bilingual proficiency in French and English.
• 1-2 years of experience in a technology and customer service-focused role.
• Working knowledge of network protocols.
• Demonstrated experience using desktop products and operating systems.
• Strong problem-solving and communication skills.
• Ability to manage stress and adapt to changing environments.
• Availability to work a variety of shifts.

Preferred Skills

• Completion of a post-secondary degree or equivalent business-related diploma.
• Experience with ServiceNow.

Key Skills

Education

Any Gradute